When you encounter a IBM Db2 Analytics Accelerator for z/OS
problem, report it directly to Db2 for z/OS
Technical Support, who will work with you to diagnose and resolve the problem.
Before you begin
Before contacting Db2 for z/OS Technical
Support team to report a problem:
- Be prepared to provide the following documentation about the problem:
- A detailed description of the problem
- An indication of whether the problem is associated with a new query or with an existing query
that was changed in some way (for example, data volumes or query structures)
- Analytics Accelerator DEFAULT trace output, if you are reporting a failure with IBM Db2 Analytics Accelerator for z/OS
- Relevant documents, such as Db2 logs,
Db2 dumps, JES logs
- Additional trace output that could be relevant to the investigation
- Set up remote access to your accelerator environment to enable the support representative to
access your environment remotely, if necessary for further diagnosis purposes. Remote access to the
accelerator environment goes through Db2 for z/OS using the SSH (Secure Shell) command interface.
About this task
You do not need to perform problem source identification (PSI) to determine if the issue
associated with software or hardware components in your accelerator environment. When you encounter
a problem in your accelerator environment, report the issue directly to for Db2 for z/OS Technical Support.
Procedure
-
In response to requests by the support team that is working on your problem, provide additional
information or documentation.
Examples of information that might be requested include:
- Timing of query runs
- Details of the previous runs (prior to the problem)
- Any queries that are involved
- Any DDL involved
- Any storage dump that was encountered
- Screen shots that could help the investigation
- Status of the statistics
Using information about the problem, the
Db2 for z/OS Technical Support team provides the
preliminary problem diagnosis and determines the source of the reported problem. If needed, the
support team will engage with other appropriate IBM Technical
Support teams for further problem determination.
Due to the number of products that are involved
in most accelerator environments, you might need to work with IBM Technical Support representatives from different groups in order to resolve the problem
efficiently.
-
Provide remote access to your accelerator environment to the IBM Technical Support representative, if needed.
Generally, the accelerator environment acts as an appliance and can be accessed only by IBM Technical Support representatives to whom the user has explicitly granted authority to remotely access and control the system. The IBM Technical Support team can generate the service password to access the system based on the serial number of the system. The user does not have the root password to access the accelerator environment.